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Service Desk Analyst (SDA)

Key points about this course


Duration: 3 Days*

Exam: Included

Accredited: Yes

Dates & Prices Enquire
  • We are fully accredited by APMG for this SDA training course
  • Includes course materials, exam, completion certificate, & refreshments
  • Our Service Desk Analyst certifications have high pass rates
  •  

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Course Information

Service Desk Analyst (SDA) Overview

The Service Desk Analyst (SDA) training course equips candidates with the fundamental practical skills required to fulfil this role and deliver a high standard of customer service and support. This course falls under the broader umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals. 

 

The primary skills required by an SDA include relationship management, quality assurance, problem solving, effective rapport, and conflict management. This course spans over three days and on the final day candidates will sit the SDA exam.

 

This Service Desk Analyst training course is accredited by APMG, a leading accreditation and examination institute.

Service Desk Analyst (SDA) Outline 

The Service Desk Analyst Course has been structured carefully to provide candidates with a complete guide to SDA. It follows a modular format, and the modules are:

  • Roles and Responsibilities
  • Relationship Management
  • Effective Communication Skills
  • Effective Rapport
  • Quality Assurance Activities
  • Effective Process Management
  • IT Service Management
  • Problem Solving
  • Service Desk Technologies
  • Tools and Technologies

 

*After completing 2 days of classroom training, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your SDA exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

Who should attend?

This SDA training course is perfect for professional analysts who wish to acquire a recognised qualification in their field. Also, this course will help front-line IT service and support analysts who have had some working experience in a first or second line service desk environment.

 

Prerequisites

There are no essential prerequisites for this course, however some experience of first or second line service desk work will be beneficial.

The SDI (Service Desk Institute) is an organisation which provides a worldwide network for IT Service Professionals, creating a community for all those working in the IT Service and Support Industry. To find out more about SDI, visit our SDI topic page.
Yes the Service Desk Analyst exam is included in the course fee.
There are no prerequisites for the SDA training course.
We provide SDI training courses in a wide variety of locations across the UK and the world.

Service Desk Analyst (SDA) Examination

The SDA exam consists of:

  • 60 minutes
  • Closed book
  • 60 questions
  • Multiple choice
  • 65% pass mark

*After completing 2 days of classroom training, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your SDA exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

What’s Included

  • The Service Desk Analyst (SDA) Examination
  • The Knowledge Academy’s Service Desk Analyst Manual
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

Key points about this course


Duration: 3 Days*

Exam: Included

Accredited: Yes

Dates & Prices Enquire

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Key points about this course


Duration: 3 Days*

Exam: Included

Accredited: Yes


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Various delivery methods

Flexible delivery methods are available depending on your learning style.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

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